Client Onboarding Manager

Role overview

The Client Onboarding Manager guides new customers from partnership handoff through Connecteam implementation, including a successful payroll launch. This is a customer-facing, hands-on role that blends project management, system configuration, payroll-process understanding, customer training, and cross-functional coordination.

Responsibilities

• Own the end-to-end onboarding process for a book of partnership-sourced customers through go-live and initial payroll stabilization.
• Build implementation plans based on the customer’s:
  • first clock-in date
  • payroll schedule and go-live timeline
  • training requirements and payroll-processing deadlines
• Lead kickoff, setup, and training, and manage the customer’s payroll onboarding.
• Maintain clear timelines, responsibilities, next steps, risks, and ongoing customer communication.
• Perform discovery and solution design:
  • understand customer workflows
  • translate business requirements into a practical Connecteam setup
  • identify complex requirements and choose the right configuration approach
• Configure integrations and set up/manage relevant Connecteam account settings.
• Deliver training for both clients and managers on:
  • Connecteam usage
  • time tracking and payroll workflows
  • adapt training to customer size, structure, and complexity
• Coordinate with the assigned partner Implementation Manager and internal teams (Sales, Support, Product, Integrations, leadership).
• Troubleshoot, escalate, and document:
  • investigate issues across the full workflow
  • route ownership and escalate payroll-impacting risks
  • keep accurate account records, architecture decisions, risks, next steps, and handoff documentation.

Requirements

• 2+ years of experience in implementation/onboarding in a customer-facing SaaS role serving SMB and mid-market clients.
• Strong project management skills and ability to manage multiple initiatives.

Nice-to-haves (implied)

• Payroll-process understanding and ability to ensure employees are paid accurately and on time.
• Strong interpersonal judgment—able to navigate complex dynamics and build trust across teams.